Follow and monitor adherence to departmental policies, procedures and controls covering all areas of IT Services so that relevant procedural/legislative requirements are fulfilledEmployee Support
Provide daily support to resolve employee requests about issues with hardware or software to ensure minimum downtime
Dispatch faulty equipment to the appropriate provider if still under warranty to ensure their repair under the best terms and with minimum time utilization on the part of the IT team Business Units Support
Provide technical supervision, as well as support and guidance to business units IT teams to ensure the availability of guidance on how to resolve relevant issues
Maintain the help desk platform including user access and provide recommendations for the improvement of the system for its application in other departments
Ensure the assignment of each tickets category to the appropriate IT section for the most efficient follow-up
Provide guidance and on-the-job training to new employees on how to resolve IT issues commonly faced in the organization
Ensure the documentation of IT solutions to automate and facilitate the resolution of reoccurring issues in the future
Follow-up on relevant IT projects such as disaster recovery systems to ensure understanding and alignment over the way IT problems are addressed
